Pulse - Snapshot Alerts | RingCentral Contact Center

Article

Summary

Pulse for Contact Center, supervisors and managers may get notifications anytime anywhere. Pulse is a perfect supplement to existing Contact Center reporting and monitoring capabilities. This article describes the Pulse Snapshot alerts and the different data elements included.

The phone number from which the call originated or email source of Contact.

Active Contacts Snapshot Alert

This Alert type represents information on the Contacts that are active in the network along with their state, the duration of time the Contact has been in the state, and if applicable, the Agent who is handling the Contact.

Data element name

Data Element Description

Agent Name

First and Last Agent Name

Campaign Name

Name of the Campaign for the Contact. Campaigns are configured in Contact Center Central via Routing > Campaigns menu.

Contact ID

The Contact ID of a specific Contact attempt.

From ANI

The phone number from which the call originated or email source of Contact

Is Outbound Contact

Indicates if Contact is outbound

Is Takeover Contact

Indicates if Contact is a takeover—Contact that another Agent or supervisor took over.

Media Type Name

The type of media or delivery method associated with the contact: Phone Call, Email, Chat, Voicemail, Work Item, SMS, Social

Point of Contact Name

The name of the point of Contact within the Skill configuration. The full list of POCs is available via Routing > Point of Contacts menu in Contact Center Central.

Skill Name

Name of the Skill where the contact is routed to. The full list of skills is available via Routing->Skills menu in Contact Center Central.